Refund policy
Returns & Refunds Policy
At Host Kits Co., we curate our bundles from specialised fulfilment partners to bring you high-quality products directly to your door. Because our items are often large, fragile, or dispatched from multiple locations, we have established the following policy to ensure a fair and transparent process for all customers.
1. Damaged, Defective, or Incorrect Items
We take great care in selecting our delivery partners, but we understand that transit issues can occur.
- Inspection: Please inspect all items within your bundle immediately upon arrival.
- Reporting Window: To comply with our courier insurance requirements, any damages, defects, or discrepancies must be reported to us at support@hostkits.co.uk within 48 hours of delivery.
- Documentation: Please provide your order number and clear photographic evidence of the damage to both the product and the external packaging.
- Resolution: For valid claims reported within the 48-hour window, we will arrange a repair, replacement, or a partial discount at our discretion, at no additional cost to you.
2. Right to Cancel (Change of Mind)
In accordance with the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of the date the final item in your bundle was delivered.
- Restocking & Logistics Fee: While we are pleased to offer free initial delivery on all bundles, "change of mind" returns incur a 20% restocking and logistics fee. This fee covers the specialised handling, inspection, and administration costs associated with returning items to our various fulfilment centres.
- Condition: Items must be returned unused, in their original packaging, and in a fully resellable condition. We reserve the right to reduce the refund amount if the value of the goods has been diminished by unnecessary handling.
- Return Shipping: The cost and arrangement of return shipping are the responsibility of the customer. We strongly recommend using a tracked and insured service.
3. Bundle Integrity
Our bundles are sold as curated sets at a discounted rate compared to purchasing items individually.
- Partial Returns: If you choose to return only part of a bundle, your refund will be adjusted to reflect the full retail price of the items you have chosen to keep, effectively voiding the bundle discount.
4. Professional Collections
For certain larger furniture items, we may offer to arrange a professional collection on your behalf.
- Collection Attempts: Our partners will attempt collection up to two times on agreed dates. If the customer is not present for these attempts, the full cost of the failed collection and any subsequent attempts will be deducted from the final refund.
5. How to Initiate a Return
To begin the process, please contact support@hostkits.co.uk for a Return Authorisation Note.
Important: Please do not return items to the manufacturer’s address listed on the packaging before receiving a Return Authorisation Note. Returns sent without an official Return Authorisation Note from Host Kits Co. cannot be tracked and may result in a delayed or forfeited refund.